Channels covered by a single inbox
Separate platforms
1
FIRST LINE
12
Omnichannel AI customer service
Smarter, faster customer communication.
Bring LINE, Facebook, phone, and email into one place, then use AI chatbots and automation to deliver professional, efficient service.
All Your Customers’ Favorite Channels—Unified in One Platform.
With FIRST LINE, you can manage and serve all your communication channels from one place, providing more comprehensive support for your customers. We are constantly integrating more applications to empower your business with endless possibilities.
Put on your headset and talk without limits.
No matter how diverse your communication channels are, phone calls remain an efficient and fast way to communicate. FIRST LINE has a built-in VoIP phone system—just open your browser to start receiving and making calls instantly.
- Incoming call
- Answer in browser
- Transcript
- Customer record
Capture every message—barrier-free communication.
Integrate your customers’ favorite social messengers like LINE, Messenger, and Instagram. Agents can easily handle multiple customers at once, helping reduce wait times and improve customer experience.
- LINE
- MESSENGER
Unified desk
Gmail is your customer service channel too.
Simply set up auto-forwarding in your email system to the mailbox provided by FIRST LINE. You can add multiple support mailboxes and quickly build a dedicated customer service system.
Unified inbox
- Assign
- Reply
- Track
- Close
Significantly Boost Productivity with FIRST LINE.
phone-call
VoIP phone system—just open your browser to answer or make calls instantly, with no additional hardware or device installation required.
Live Chat
Enable instant conversation with customers on your website by installing a live chat widget, making it easy for them to continue the conversation with you.
LINE
Nearly 91% of the population in Taiwan, about 17 million people, use LINE for messaging. With chatbot integration, your service is uninterrupted, providing a better experience for your customers.
Facebook Messenger
Facebook has 1.86 billion active users, making it the world’s largest social platform. Messenger is also the second most-used messaging app in Taiwan.
With over 200 million business accounts, Instagram helps expand your business and audience through system integration.
Telegram
Telegram has over 500 million users and is one of the top ten most downloaded apps globally—completely free to use.
With simple forwarding settings, your emails can appear in FIRST LINE just like using familiar software, making it easy to get started.
WeChat has nearly 1 billion active users and is the most popular instant messaging service in China, with 963 million monthly active users and 100 million overseas users.
SMS
SMS is one of the most widely used communication methods worldwide and can effectively and promptly deliver key information to all target customers compared to other messaging channels.
Skype
Skype Connect™ lets you answer Skype calls on your dedicated line and integrate Skype with your SIP or VoIP phone system, significantly reducing communication costs for businesses (additional hardware may be required).
Viber
Viber has reached 900 million global users and is particularly popular in Europe and Russian-speaking countries.
WhatsApp connects two billion people in over 180 countries, helping them stay in touch with family and friends worldwide.
Scattered across platforms, or consolidated in one system
When support messages sit in separate back ends for LINE, Facebook, Instagram, phone, and email, teams move between interfaces all day and customer records fragment along with them. Bringing every channel into one customer service system changes more than the number of tabs open: dispatch speed, first response, and how much customer context is actually at hand all shift with it.
Messages routed per hour
Separate platforms
30
FIRST LINE
90
First replies within 5 minutes
Separate platforms
40%
FIRST LINE
85%
Conversations that open with customer context
Separate platforms
35%
FIRST LINE
90%
Your AI Assistant—Always on Standby.
AI Chatbot
Easily automate complex workflows with intuitive and efficient controls, saving manpower. Seamless integration with third-party tools enables powerful, comprehensive automation, solving bottlenecks from multiple systems. Whether collecting leads, sending coupons, or integrating knowledge bases to resolve customer issues—everything is at your fingertips.
Make Phones a Growth Accelerator, Not a Bottleneck.
Say Goodbye to Traditional PBX—Seamlessly Upgrade to Cloud Telephony.
Legacy PBX systems are bulky and hard to maintain, unable to meet modern business needs. With FIRST LINE’s cloud PBX, you can quickly deploy VoIP calls—no rewiring or hardware installation needed. Whether you’re opening new locations, working remotely, or running a distributed team, enjoy stable, uninterrupted calls anytime, anywhere, creating a highly efficient, low-maintenance customer contact experience.
Make Everything Simple.
Modern Customer Service Management
No More Paper Forms or Excel Sheets.
The competition in marketing and customer service is always a race against time. While Excel or paper notes may seem cost-effective, they scatter information and make tracking and analysis difficult. FIRST LINE integrates multiple channels, clarifies service workflows, and centralizes data to improve response efficiency and team collaboration. Moving from paper-based management to digital automation is the first step toward a more efficient team.
PAPER & EXCEL
- Paper notes
- Excel sheets
- Sticky notes
FIRST LINE
- Consolidated
- Traceable
- Analysable
Helpdesk
A Truly Simple Customer Service Workspace Starts Here.
Every customer service agent wants to focus on helping customers, not constantly switching interfaces or dealing with system issues. FIRST LINE’s helpdesk consolidates phone, social media, email, and every other channel, simplifying complex workflows with consistent controls for smoother communication. One simple tool keeps the team organized, no matter how many messages arrive.
Conversations
- Open
- In progress
- Closed
Customer
- Contact
- Tags
- History
Reply
- Canned replies
- Attachments
- Assign
Powerful—Yet Incredibly Simple.
Efficiency shouldn’t come from working yourself to exhaustion. FIRST LINE turns complex customer service and marketing processes into effortless daily operations. Integrate phone, social, and email messages, automate workflows and smart routing—freeing your team to focus on what matters most: service and growth.
Real-Time Recording
Automatically save every customer conversation, building a complete and traceable communication record for your business. Whether it’s handling complaints, clarifying disputes, or ensuring transaction security, call recordings are your strongest evidence. Beyond protection, you can convert high-quality call content into training materials for new hires, practical exercises, and customer service performance evaluations.
- Call starts
- Auto recording
- AI transcript
- Traceable record
Analytics & Charts
Instantly view channel traffic, average call duration, average wait times, and more. Quickly grasp the situation for deeper analysis and optimal resource allocation.
- Inbound volume
- Avg. call time
- Avg. wait time
Three-Way Calling
When an agent needs supervisor assistance or cannot handle an issue, they can directly invite a supervisor or team lead into the current call to help resolve the customer’s issue.
Coaching Mode
Supervisors can monitor calls and provide real-time whisper coaching to agents, helping them respond to and resolve issues.
Automatic Call Distribution
After IVR guidance, incoming calls are assigned to the most suitable agent based on different criteria and groups, achieving fair call workload distribution.
Multi-Chat Handling
Unique queue design enables agents to communicate with multiple customers simultaneously, greatly reducing wait times and enhancing your brand’s reputation.
From overwhelmed to in control—discover a selection of powerful features built for your team.
Frequently asked questions
Beyond centralizing messages across channels, AI customer service uses chatbots, a knowledge base, and automation for common questions so live agents can focus on complex cases.
FIRST LINE supports phone, website live chat, LINE, Facebook Messenger, Instagram, email, and other channels in one platform.
Yes. Rules can transfer questions outside automated coverage to a live agent while preserving service quality and conversation context.
Yes. Use the knowledge base for consistent answers, tickets for open cases, and CRM for customer data and interaction history.
Teams can configure standard workflows and channel integrations. FIRST LINE also supports advanced APIs, Webhooks, and existing-system integrations.
Make your customer service shine
Everything you need is at your fingertips. The best way to understand FIRST LINE is to experience the product yourself. Contact us now for a free trial.
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